Advanced Resolution Center Technician III - Remote

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SUMMARY

The ARC Technician III is an advanced technical position called upon to solve the more complex voice, VoIP and data issues within the Client Services department, handling escalated calls as needed. The ARC technicians are utilized for their subject-matter-expertise to solve complex issues that go beyond routine troubleshooting. This position will support the organization’s high-profile clients, bringing resolution to their issues, through diligent problem solving and demonstration of initiative. This position is also responsible for all elements related to the coordination of vendor dispatches necessary to install or repair voice and data services for Lingo clients.

ESSENTIAL DUTIES AND RESPONSIBILITIES

include the following. Other duties may be assigned. Possesses extensive knowledge about the functionality of all Lingo provided products, including but not limited to POTS, all forms of broadband (DSL, Cable, Fixed Wireless, T1), Managed Services, VoIP related products (Hosted PBX, IP PRI, SIP Trunks), and non-POTS voice products including PBX systems, BRI and PRI. Performs trouble shooting diagnostics for each of these products through to resolution of issue or to the point where it should be escalated to Service Engineering.

Understands functionality and equipment setting specifications for modems/routers, PBX systems, Hosted/VoIP phones, etc. Comprehends firewall functionality from the responsibility of the client to the company.

Possesses extensive knowledge of IP addresses and the difference between delivery settings. Understands the 7 data layers starting from the physical layer through to the application layer.

Possesses an extensive knowledge of the Tier I and Tier II positions and the responsibilities required of those roles.

Monitors real-time data activity via Solarwinds and other vendor portals and responds accordingly to all data and/or transport outages.

Proactively monitors and addresses ServiceCloud trouble tickets to ensure the shortest mean time to repair-MTR.

Coordinates the scheduling of inside wire/vendor technician dispatch requests to install new voice or data service and/or repair existing voice or data service, including but not limited to new service installations, DMARC extensions, line repairs, vendor meets and CPE installation/configuration.

Follows internal processes, completing necessary due diligence, to ensure proper dispatching of a technician.

Acts as the primary liaison between Lingo’s approved vendors, back office, and client sites to ensure the timely and efficient deployment or repair of service. Works with internal departments as necessary to ensure proper configuration requirements are gathered.

Contacts client sites as necessary to coordinate equipment delivery, site access, or other activities necessary to successfully install or repair the voice or data services being provided by Lingo.

Receives all incoming calls from vendors on day of dispatch and triages call, and handles when appropriate.

Ensures that the appropriate Lingo systems are updated with timely and accurate notes relating to vendor scheduling and site activity.

Provides after hours repair support via rotating On-Call Program.

Recognizes dispatch trends and makes recommendations for process improvements.

Adheres to all policies, practices, and standards of the Company and our clients to ensure good order and discipline on the production floor.

Maintains the acceptable standards of efficiency and quality established by the company in order to ensure client satisfaction.

QUALIFICATIONS

to perform this job successfully, an individual must be able to perform each duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE

Minimum of a Bachelor’s Degree; four-six years of over the phone client service experience in a telecommunications environment; or equivalent combination of education and experience. Ability to quickly learn Lingo’s internal systems including Telcare, Service Cloud, VOM, Unicare, and FMS, as well as available vendor/LEC portals (GUI). Excellent computer skills in Outlook, Word, Excel. High degree of time management and organizational skills needed to ensure timely and accurate completion of client requests. Demonstrated ability to multi-task between multiple systems. A high degree of reliability, thoroughness and attention to detail. Required Knowledge of industry terms and reference points; examples include: DMARC, MPOE, Smart Jack, NID, 66-Block, IP Addressing, router, bridge, etc. Understanding of telephony wiring, including demarcation extension and service termination for POTS, DSL, T1, etc. Have a basic understanding of client premise equipment including DSL, Cable, and T1 routers and gateways. Experience in scheduling and coordinating resources and/or vendor appointments.

Lingo is proud to be an EQUAL EMPLOYMENT OPPORTUNITY EMPLOYER. It is our policy to recruit, hire and promote in all positions without regard to race, color, religion, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, marital status, height, weight, status as a protected veteran, status as an individual with a disability or other applicable legally protected characteristics.

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Company info

Bullseye Telecom, Inc
Website : http://www.bullseyetelecom.com